VA VICCS BTP Operations Analyst

Founded in early 2021, Ibility is a Service-Disabled Veteran-Owned Small Business and a Woman-Owned Small Business, headquartered in Gaithersburg, MD. Ibility is a small but mighty company that is positioned for rapid growth. Simply put, we help government leaders to achieve their mission by designing creative products and programs that delight their customers and make their employees more efficient - building trust and improving overall satisfaction. We use human-centered design principles in every engagement because we believe the end-user is critical to the long-term success of any solution. Our team is fun, passionate, bold, and creative. We live our mission every day – to inspire people, create cool stuff, and make a lasting impact on the world!

Job Summary

The Operations Analyst supports the delivery, monitoring, and continuous improvement of automated workflows within a large-scale automation platform that interacts with internal and external systems. This role partners with cross-functional teams to ensure automated processes operate efficiently, meet service level targets, and evolve as new automation capabilities are introduced.
The platform environment supports enterprise automation initiatives across multiple business lines and must remain adaptable to emerging technologies, evolving system architectures, and expanding automation use cases.

Key Responsibilities

Support cross-functional teams responsible for efficient automated workflow processing
Monitor and maintain operational workflows to ensure processing accuracy and service level targets are met
Troubleshoot workflow issues and coordinate identification and resolution with internal stakeholders
Communicate workflow status changes and operational updates to external stakeholders
Assist in generating, reviewing, analyzing, and creating operational reports and data queries
Monitor and analyze metrics associated with the performance and success of automated workflows
Partner with stakeholders to understand business pain points and operational challenges
Assess enhancement requests and monitor status of existing requests

Required Skills & Experience

Previous operations experience
Exposure to or experience working in DevOps environments
Strong analytical skills with the ability to develop data-driven recommendations
Strong verbal and written communication skills
Data analysis experience using tools such as:
Excel
Tableau
SQL
Python
Experience managing stakeholder relationships
Experience working with cross-functional teams
Qualifications
Experience monitoring operational workflows to ensure requests and documents move through automated systems accurately
Ability to analyze case or document status data and identify processing delays or system issues
Experience coordinating with technical and operations teams to resolve defects and implement data fixes
Strong Excel and reporting skills (data cleansing, pivot tables, tracking logs, status reporting)
Experience gathering business requirements for operational reports and dashboards
We are committed to diversity, inclusion, and accessibility. We are an Equal Opportunity Employer in all aspects of employment and do not discriminate for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.